Chief Operations Officer

Summary

Experienced people-manager, focused on operational excellence and customer experience. An innovator who has a passion for customer processes combined with either sustaining or preferably disruptive innovations. Reengineering businesses to cope with a fast-changing world and to capitalize on market opportunities. Interests are innovation, the Internet of Things, customer experience, big data and simplifying the experience of complexity (simplexity).

Experiences

Current Experience

Chief Operations Officer Since September 2015
Approximately 6% of the Western population suffers of sleep apnea, with severe health consequences. NightBalance introduces an active sleep position sensor that gently trains positional apnea patients not to sleep on their back, avoiding the apneas from occuring during sleep. The Sleep Position Trainer is a medical product which is currently available in 10 European countries.

Past Experience

Manager Operations & Logistics June 2015 --- August 2015
Lead the operational execution of NightBalance strategy, delivers results on a day-to-day/quarter-to-quarter basis, directs and coaches others throughout the business and directs the development of the organization to ensure future growth.

Director Operations January 2012 --- January 2015
Responsible for front- and backoffice, IT, process management, business development and project management. Developing short and long-term strategies and securing company objectives.
Main focus on improving quality of customer experience, accelerating time-to-market of new or improved services, selecting and managing business partners, improving operational excellence and discovering new business opportunities.
Achieved goals are, among others, Pegasystems implementation, SEPA implementation, Parking with MKB Brandstof app release, new customer portal and customer processes design and implementation of customer service tooling.

Customer Care Manager September 2011 --- January 2012
Responsible for front- and backoffice

Change Manager March 2011 --- August 2011
Responsible for improving internal and external processes. Advising and reporting to the Director of Operations and Account.
Main focus on improving quality of customer contact and cultivating employability of employees.

Contact Centre Manager September 2008 --- March 2011
Responsible for both Contact Centre’s, one in Delft and one in Leiden. Advising and reporting to the Director of Operations and Account.
Main focus on quality and productivity, senior account management and operational excellence.

Middle-management November 1999 --- February 2007
Responsible for several teams in different focus areas of customer service, sales or retention with both national as international teams. Always focused on improving team results by enabling team members or changing business processes.

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